摘要
通过对部分铁路站、车客运服务质量及监督管理工作现状的实际调查,提出了区分旅客群体的思想及方法,采用AHP方法和专家调查法分析了各项指标的相互关系,通过建立综合模糊评价模型,确定服务指标的权重计算方法和铁路旅客满意度等级评判方法.
By investigating the service and monitoring the actuality of some domestic rail stations and trains, the author puts forward the thought and method for passenger colonies' division. The dissertation analyzes the relationship between testing indexes by applying AHP method and Delphi method, builds up fuzzy comprehensive evaluation matrix, and the calculation method for index's weight and the evaluating method of rail passenger satisfaction are confirmed.
出处
《北方交通大学学报》
CSCD
北大核心
2003年第5期64-68,共5页
Journal of Northern Jiaotong University
基金
铁道部科技研究开发计划项目(2002X024)
关键词
铁路运输
旅客满意度
指标
模糊评价
旅客群体
AHP
railway transportation
passenger satisfaction
index
fuzzy comprehensive evaluation
passenger colony
AHP method
